Message Routing Rules
From the main menu bar, click Routing > Message Routing Rules. This allows the user to configure message routing rules in the system.
Purpose
Message routing rules define how incoming e-mails arriving at an inbox managed by Clarity Connect are handled.
Each rule set is made up of one or more rules that are applied in order to a message. A rule can make decisions based on the following:
- Whether the message thread is new or a reply and how many messages have been received within the thread
- The time the message is received
- Text in the subject, body, subject or body, from header, or to header
A rule can perform the following actions:
- Assign a queue
- Assign a priority
- Identify whether the agent who previously handled messages on this thread (if any) is required or preferred for the session
- Change the session status
- Determine whether other rules in the rule set should be processed or ignored
Each rule set must contain a default action that will be performed in no rules match. Each rule set can be assigned to one or more e-mail addresses or all e-mail addresses managed by Clarity Connect.
Actions
Miscellaneous
Click the Rollback icon to revert to the previous version of the rule set (Figure 1).
Click the Delete icon to delete the selected rule set.
Add New Rule Set
Click Add Ruleset to create a new rule set (Figure 1). Create a new rule set by editing the following (Figure 2):
Figure 1 Message Routing Rules page
Click the orange text to select logic to apply to the message.
Filter the message by the numeric order of the message in the course of the session interaction, when it was received, and its contents. Choose a queue to assign the message to, rank its priority, and choose how to interact with the previous agent if the selected values are matched. The user can also determine if the session should remain open for continued filtering based on the subsequent rules or if the session should close after being matched.
The last rule on the page is the default that will be applied to messages that do not match any other rule in the rule set.
Rules can be re-ordered, added, and removed using the control buttons to the right of each rule.
Figure 2 Edit Message Routing Rule page
Edit Existing Rule Set
Click the Edit icon to modify an existing rule set.
Click the orange text to select logic to apply to the message.
Filter the message by the numeric order of the message in the course of the session interaction, when it was received, and its contents. Choose a queue to assign the message to, rank its priority, and choose how to interact with the previous agent if the selected values are matched. The user can also determine if the session should remain open for continued filtering based on the subsequent rules or if the session should close after being matched.
The last rule on the page is the default that will be applied to messages that do not match any other rule in the rule set.
Rules can be re-ordered, added, and removed using the control buttons to the right of each rule.